We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-5052212
27 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5052212 The complaint Mr R complains National House Building Council failed to investigate his building warranty claim properly. What happened In 2021 Mr R made a claim against his NHBC building warranty policy. He reported darkening of plyboard below a parapet gutter. NHBC investi... (3 pages)View decision -
Decision Reference DRN-5359686
27 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5359686 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc closed its bank account without giving notice. What happened M’s representatives told us: They were aware that Barclays began carrying out a Know Your Customer (KYC) review of M’s ac... (5 pages)View decision -
Decision Reference DRN-5356712
27 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5356712 The complaint Mrs T complains that Covea Insurance plc accepted a claim under her home insurance policy only to later decline it, causing an unnecessary delay in her getting the problem fixed. What happened The background to this complaint is well known to both parties, so I... (6 pages)View decision -
Decision Reference DRN-5308483
27 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5308483 The complaint Mrs D has complained about the level of compensation paid by Aviva Insurance Limited (‘Aviva’) for additional damage it caused following an escape of water claim under her home emergency insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes Av... (3 pages)View decision -
Decision Reference DRN-5361128
27 Feb 2025 Citibank UK Limited UpheldBanking and PaymentsDRN-5361128 The complaint Miss B complains that Citibank UK Limited (‘Citibank’) won’t refund the money she lost when she fell victim to a scam. What happened Miss B says that on 8 August 2023 she received a call from someone who said they were from the High Court of Justice on behalf ... (5 pages)View decision -
Decision Reference DRN-5080038
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5080038 The complaint Mr and Mrs S complain that Santander UK Plc didn’t protect them from an investment scam. Mr and Mrs S are being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr and Mrs S in this decision. What happened Mr and Mrs S h... (5 pages)View decision -
Decision Reference DRN-4939364
27 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4939364 The complaint Miss B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Miss B says that on 8 August 2023 she received a call from someone who said they were from the High Court of Justice on behalf of HMRC. ... (5 pages)View decision -
Decision Reference DRN-5345758
27 Feb 2025 Loans Warehouse Ltd UpheldMortgagesDRN-5345758 The complaint Miss C complains that Loans Warehouse Ltd gave her unsuitable advice to take out a second charge mortgage (secured loan). What happened In 2023, acting on Loans Warehouse’s advice, Miss C took a secured loan. She borrowed £34,000 plus fees of £2,585, over a ter... (7 pages)View decision -
Decision Reference DRN-5227156
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5227156 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Monzo. On 25 May 2024, the account received ... (3 pages)View decision -
Decision Reference DRN-5224523
27 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5224523 The complaint Miss M complains that TSB Bank plc didn’t fairly administer her credit card account with it. What happened Miss M’s complaint relates to a number of problems with her Platinum credit card account with TSB. She has disputed a number of payments; complained about... (5 pages)View decision
